Customer Service Manager

6 days ago

Horley, Surrey, United Kingdom Optime Group Full time
About the Role

Optime Group is seeking a highly skilled Customer Service Manager to join our team at an industry-leading Aviation Cargo site outside Gatwick Airport. As a key member of our operations team, you will be responsible for ensuring the relationship between Airlines, Airports, and our company is maintained, while also playing a crucial role in our planned expansion.

Key Responsibilities
  • Warehouse Operations Management
    • Allocate tasks to warehouse staff, prioritizing when needed.
    • Manage the flow of goods in/out of the warehouse, utilizing the full capacity of the warehouse.
    • Ensure operational processes are aligned with company policies.
    • Promote and maintain a positive Health and Safety culture within the warehouse.
    • Maintain the highest levels of security in line with CAA guidelines.
  • Customer Service and Liaison
    • Provide customers, airline customer representatives, and officials with a high standard of service.
    • Act as the liaison between airlines, airline customers, and our company.
  • Vendor Management and Quality Assurance
    • Manage all aspects of new vendor setup, including agreement of contracts and SLAs.
    • Work within SLAs agreed with airlines.
    • Lead person in charge on all customer and regulator audits.
    • Attend regular meetings with business partners.
    • Quality assurance and self-auditing of staff performance on regular/defined periods.
Requirements
  • Excellent planning and organizational skills.
  • Ability to liaise effectively with other staff, customers, and suppliers at all levels.
  • High degree of self-motivation and professionalism.
  • Respectfully considerate of others, dealing with people in a fair, ethical, and courteous manner.
  • Ability to accept responsibility, with confidence in decision making.
  • Flexibility to any operations schedule changes or operational changes.
  • Excellent communication skills.
  • Proven track record of managing staff and maximizing productivity.

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